I recently completed a six-night stay at the Delta Hotel by Marriott in Times Square, and it was one of the worst service experiences I’ve ever had at a Marriott property.
At check-in, the front desk staff were rude and dismissive. The elevators moved at a snail’s pace, and when I finally reached my floor, my key didn’t work. I had to lug my luggage back to the lobby, where the manager was unhelpful and condescending. When I asked to move my room away from the elevator, she immediately said she “wouldn’t do it.” Only after I insisted did she reluctantly agree. For a stay totaling nearly $4,000, that level of service is unacceptable.
The next morning, I waited at the café for over 15 minutes without acknowledgment. When someone finally appeared, they said, “I’m the only one working.” How can a hotel in the middle of Comic Con week be so understaffed?
When I returned to the front desk for help, the morning agent told me, “Yeah, the café is open,” then took a phone call mid-conversation and rolled her eyes.
Between the rude café staff, dismissive front desk agents, slow elevators, and an unprofessional manager, this property demonstrated a complete lack of hospitality. I am a loyal Marriott Bonvoy member and found this experience embarrassing for the Marriott brand. I expect acknowledgment of this complaint and a clear outline of how these issues will be addressed.